... After moving to London from the USA earlier this year, we booked Addison Lee several times with good results, and then it all fell apart. I was to be picked up July 26 at night at Heathrow, upon my return from the U.S.. I went to the appointed meeting place (the Hertz counter), and found ... Read review
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Advantages: online booking Disadvantages: dreadful customer service
...earlier this year, we booked Addison Lee several times with good results, and then it all fell apart. I was to be picked up July 26 at night at Heathrow, upon my return from the U.S.. I went to the appointed meeting place (the Hertz counter), and found no driver. There was another Addison Lee driver there waiting for another customer. Luckily, he took pity on me, as neither of my mobile phones were working. He helped me phone my husband, and he then ... ...had just started working for Addison Lee that week, and wasn't aware of the pickup point. I chose not to report the incident to Addison Lee at the time, thinking first that they should've been aware of it based on the other driver's multiple phone calls, and secondly not wanting to get my driver into trouble with his new employer. Boy, do I regret that decision now. Some weeks later, my husband finds mysterious charges from Addison Lee on our credit ... more
Is it possible to rank these people zero stars? I've never had such an awful customer service experience in my life. After moving to London from the USA earlier this year, we booked Addison Lee several times with good results, and then it all fell apart. I was to be picked up July 26 at night at Heathrow, upon my return from the U.S.. I went to the appointed meeting place (the Hertz counter), and found no driver. There was another Addison Lee driver there waiting for another customer. Luckily, he took pity on me, as neither of my mobile phones were working. He helped me phone my husband, and he then spent about 20 minutes on the phone with various Addison Lee contacts, locating my driver. Meanwhile, his own client (whose name I remember, as it's the same as a now-deceased former U.S. president) showed up with his wife, and said that they had seen another driver halfway across the terminal. The other clients were also quite kind, and the wife actually started across the terminal to find the other driver. The other driver then showed up (after I had been waiting some 40 minutes), apologising profusely, saying that he had just started working for Addison Lee that week, and wasn't aware of the pickup point. I chose not to report the incident to Addison Lee at the time, thinking first that they should've been aware of it based on the other driver's multiple phone calls, and secondly not wanting to get my driver into trouble with his new employer. Boy, do I regret that decision now. Some weeks later, my husband finds mysterious charges from Addison Lee on our credit card bill. Some are subsequently explained, but there is one charge that we are told is for WAITING TIME for this driver! We explained, first by e-mail and then by phone to a customer service rep the string of events. She insists that my driver claims that he was at the Hertz counter the entire time, and that they choose to "stand behind their employees." I then point out that she could prove that I am not lying by (a) speaking with the other driver, (b) checking his mobile phone records (which include both a phone call to my house and multiple calls to Addison Lee) and/or (c) speaking with the other customer who surely remembers the situation. Both the customer service agent and her supervisor (who claims she's been in customer service for 10 years), refuse to do any of these things, preferring to implicitly accuse a customer of lying (for a GBP 8.00 charge!), lose our business and retain an employee who has repeatedly lied to them, rather than take care of a repeat customer who was on track to bring them at least hundreds of pounds of revenue per year. I've now been told that I can contact the Chairman, but that he doesn't have e-mail (!?) We choose not to waste our time further with this poorly run firm, and will dispute the unbelievably small charge with our credit card company, and happily take our rather larger amount of business elsewhere. To all who use this company, enjoy your free newspaper, but beware of the customer service team, and definitely report any issues immediately, as you will never be believed ex post facto! These people are the textbook example for how NOT to run a customer service operation!
Advantages: None Disadvantages: They can't speak English and they don't know where they're going! Rude, late and overpriced.
Booked a cab from this bunch of shysters for 8am to get me to work for a 9am meeting, arrived 20 mins late, couldn't speak a word of English, had absolutely no idea where he was going then had the audacity to blame me for not showing him the way! Then tried to charge me £25 for a fare that would usually cost me £12 in a black cab. Got to work 15 mins late for the meeting and got a complete bollocking off the MD! I only booked these shysters because ... ...hope to flag a black cab down, I know what i'll be doing in future. Using the proffessionals and not this over hyped over priced bunch of total amatuers. Totally shocking service run by idiots. And don't believe those on here who work for this crap outfit, they're just after your money. You'll get a crap service from a crap outfit. ...
singladies 01.06.2009
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Advantages: Website advertises excellent service, air conditioned people carriers, drivers that are experienced, talkative and friendly Disadvantages: So far in my experience, the drivers can barely utter more than a few sentences of english, are often rude and fast but risky drivers.
...a basic people carrier) from Addison Lee. It arrived 10 minutes before it was due, the driver was rude "where you going?" he asked. He should have known as I'd stated this already.
He didn't know the route, which was amazing, as it was Central London and major roads. He played loud music of his own choice, he didn't utter a work of conversation. He swore constantly at the busy traffic (it was approx 9am in the morning). He seemed preoccupied with ... ...it turned out that it was very likely broken. I had to slide over and get out of the minicab onto the road.
He didn't say goodbye, when I said thankyou either.
I hope Addison Lee's other drivers are not SO rude. No wonder they are so cheap. ...
k.Ali 22.04.2004
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Advantages: Easy Online Booking Disadvantages: None that I have seen
...black cabsshould you hit traffic, you will not ring up a huge charge - you only pay the pre agreed quote.
Overall, I enjoy travelling with Addison Lee and will be using them again.
>>>>> PLEASE NOTE: The specific criteria, quality of room etc dont apply >>>>> ...
ty8570 11.06.2009
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Advantages: Puncual Disadvantages: You might have to walk to pick it up
...side there will be an Addison Lee taxi. The service is excellent. When you place and order on your mobile phone, you will recieve a text message giving you your taxi's colour, registration plate and driver hours immediately. The only problem with the service is that you can't pick it at the taxi ranks, you have to meet them somewhere else out side the stations ground. But the often short walk is worth it. When you get off the train to find your taxi, ... ...because they are covered with Addison Lee all over, and ALWAYS black and in a people carrier form. Your taxi driver will kindly put your stuff in the boot of his car, open your door for you, then when you have your seatbelt in, he will go. The cars are always within half a year old because they replace them twice a year. The company also have wheel chair services. Just make sure you phone up and say this before booking so one of their special wheelchair ...
Lucien500 09.03.2004
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Quick review of Addison Lee Taxis
Not good. We had both broken our legs so booked for work journeys for a week. They refused to stop outside our house citing traffic regulations which were not relevant at the time. They were 20 minutes late on 3 of the 5 days and said this was our error. They got lost and we had to direct them. Worst of all when we tried to complain and sort it out we were met with rudeness, in particular a man called Paul. I have written twice, once recorded but this has been ignored as has our request for receipts. Its a shame we have to resort to this publicity. ...
MaryDung 27.08.2007
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